Refund & Cancellation Policy

1. Client Cancellations

1.1 Cancellation Windows

Clients may cancel bookings according to the following guidelines:

1.2 How to Cancel

To cancel a booking:

1. Open the GlowCarib app
2. Go to "My Bookings"
3. Select the booking you wish to cancel
4. Tap "Cancel Booking" and confirm

Refunds are processed automatically based on the cancellation window. Refunds typically appear in your account within 5-10 business days.

2. Provider Cancellations

2.1 Provider Obligations

Providers are expected to honor confirmed bookings. If a Provider must cancel:

• The Client receives a full refund regardless of timing
• The Provider should notify the Client as soon as possible
• Frequent cancellations may affect Provider ratings and platform standing

2.2 How Providers Cancel

Providers should cancel through the app by selecting the booking and tapping "Cancel Booking." They must provide a reason for cancellation. The Client is automatically notified and refunded.

3. No-Show Policy

3.1 Client No-Shows

If a Client fails to appear for a confirmed booking without cancellation:

• No refund is provided
• The Provider is compensated for their time
• Repeated no-shows may result in account restrictions

3.2 Provider No-Shows

If a Provider fails to appear for a confirmed booking:

• The Client receives a full refund
• The Provider's account may be flagged or suspended
• Repeated incidents will result in removal from the platform

4. Disputes

4.1 Dispute Process

If you have an issue with a completed service:

1. Contact the other party first: Many issues can be resolved directly between Clients and Providers through in-app messaging
2. Submit a dispute: If direct resolution fails, submit a dispute through the app within 48 hours of the service
3. Provide documentation: Include photos, messages, and a clear description of the issue
4. Await review: Our team will review the dispute and contact both parties

4.2 Dispute Resolution

GlowCarib will review disputes and make a decision based on:

• Evidence provided by both parties
• Platform communication history
• Service description and expectations
• Previous account history

Possible outcomes include full refund, partial refund, or denial of refund. GlowCarib's decision is final.

4.3 Dispute Timeframe

Disputes must be submitted within 48 hours of the scheduled service time. Disputes submitted after this window may not be eligible for review.

5. Exceptional Circumstances

We understand that emergencies happen. In cases of:

• Medical emergencies
• Natural disasters
• Death in the family
• Other documented emergencies

Please contact support@glowcarib.com with documentation. We will review cases individually and may waive standard cancellation fees.

6. Refund Processing

6.1 Refund Timeline

• Processing time: Refunds are initiated within 1-2 business days
• Bank processing: 5-10 business days for funds to appear
• Card refunds: May take 1-2 billing cycles to appear on statements

6.2 Refund Method

Refunds are issued to the original payment method used for the booking. We cannot issue refunds to different accounts or payment methods.

7. Contact Us

For questions about this policy or assistance with refunds and disputes: